Senior Director, Customer & Employee Workflows (CSM & EWF)

Ready to elevate your work experience? At Ondaro, you get to collaborate with incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day through iteration and innovation.

• Provide expertise on technical capabilities related to development of ServiceNow.
• Define and execute the vision, strategy, and growth plan for CSM and EWF practices
• Establish scalable delivery models, standards, and governance aligned to enterprise platform best practices
• Own practice performance including revenue, utilization, margin, and customer satisfaction
• Build and mentor a high-performing team across consulting, architecture, and delivery roles
• Create and evolve repeatable service offerings, accelerators, and industry-specific solutions
• Drive adoption of out-of-the-box capabilities while minimizing unnecessary customization
• Partner with cross-functional teams to align offerings with broader platform capabilities (ITSM, ITOM, AI, etc.)
• Ensure offerings are packaged for scalability, clear value articulation, and efficient delivery

Serve as a senior leader in presales cycles, shaping deals, solutioning, and executive-level client conversations

• Partner with Sales and Solution Consulting to drive pipeline growth and increase win rates
• Provide oversight on estimates, SOWs, and solution approaches to ensure quality and profitability
• Act as an executive sponsor for key strategic deals and client relationships
• Establish a strong external presence through webinars, events, and industry content
• Develop and promote perspectives on customer and employee experience, platform governance, and workflow transformation
• Contribute to marketing initiatives, campaigns, and strategic messaging
• Position the organization as a trusted advisor in CSM and EWF transformation

Ensure consistent, high-quality delivery aligned to defined methodologies and best practices

• Champion governance models that balance standardization with business flexibility
• Monitor delivery health, mitigate risks, and drive continuous improvement across engagements

What You'll Bring To The Table:

• 12+ years of experience in enterprise service management, CRM, HRSD, or workflow platforms (e.g., ServiceNow)
• 5+ years in leadership roles managing practices, portfolios, or large delivery organizations
• Proven experience in presales, including solutioning, deal shaping, and executive presentations
• Demonstrated ability to create offerings and bring them to market successfully
• Strong understanding of Customer Workflows (CSM) and Employee Workflows (HRSD/EWF) capabilities and trends
• Experience driving large-scale digital transformation programs
• Excellent executive communication and stakeholder management skills

Ondaro's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people. As lifelong learners, we support your continued education and career development through paid training, including ServiceNow certifications. We build in training dollars and hours into our annual plan for each and every employee so you have the time and resources available to stretch yourself.

We value diversity at our company. Ondaro is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

Note: Base salary range is $190,000 to $210,000. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.